# Page 17 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - Is Intercom the right Customer Satisfaction solution for you? Explore 1131 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134347/Intercom/reviews --- Intercom 4.5 (1131) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 2nd, 2026 # Page 17 - Reviews of Intercom ## Showing most helpful reviews Showing 401-425 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Vitalija G. Customer Support Specialist Computer Software Used the software for: 2+ years ### "Great tool for support" October 31, 2018 5.0 We offer 24/7 support to our customers so the chat option is a must. Intercom helps us manage the incoming chats with ease. Pros Easy to use software. We mostly use the chat option to provide support to our customers. Cons There could be more flexibility in the rules of assigning new chats to groups and supporters. Review Source Response from Intercom November 2, 2018 Thanks Vitalija. Great to hear the support team at Simplex are getting so much value out of Intercom. GK Gaurav K. Developer Marketing and Advertising Used the software for: Less than 6 months ### "Intercom is the best software I ever used" November 4, 2022 5.0 Best Experience. Pros I use Intercom for at least 6 months for my website and I like it's features.Intercom is a marketing , customer support hub because I found and use all the important works in a single applications ( like customer support, social media management, help desk, marketing and much more). And it's chatbot is very amazing because it is very accurate and responsive. Cons I used Intercom for at least 6 months and I never saw any problem while using it. But it's pricing in very high so that for early startups it is very hard to afford it. I think the think about it. Review Source Jaynish S. Account Accounting Used the software for: 2+ years ### "Best Live chat " October 27, 2022 5.0 Pros Intercom suggests blogs based on the query, customer has asked for. Cons Nothing as of now. Using Intercom for Live chat, Customer support and help center. Review Source VR Verified Reviewer Customer Support Internet Used the software for: 1-2 years ### "Powerful but not always easy to user" November 9, 2018 5.0 Pros I love being able to track user's activity and get data about team performance. Cons Creating segments can be a challenging process. Honestly, the whole UI needs a redesign. For instance, I looked for users from a particular company that took a certain action. This action, which is a pretty simple list, takes like 7-8 clicks or a few minutes just to put together. Something much more complicated takes much longer. I would recommend saving recently used filters and categories to make this simplar. Review Source Kamel N. Product Lead Computer Software Used the software for: 2+ years ### "Can't live without!" October 27, 2019 5.0 If your business can afford this, definitely go with it! Pros There is a bunch of reasons why I love this product: - User Experience is so well crafted - Relating the user data in the conversation makes things connected - The mobile app helps replying quickly to users - The different use cases they solve (ending with the latest one: Product Tours) - Their E-books are so insightful Cons The worst thing about Intercom is the pricing plan! Honestly, they are becoming so so expensive. If I want my business to rely on it, I will pay a lot of money! Even if I'm in a small business, I must pay. Review Source MG Mallory G. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Good, could be great." September 24, 2020 3.0 In general, Intercom is okay. It does most of what I need it to do, but there are some features that could be better, like Product Tours. That could be an exceptional tool if I felt comfortable relying on it. Pros \- Easy to see customer data / usage info - Fairly intuitive to create and send user communications - Inbox / Chat management is fairly easy and intuitive Cons \- Product Tours seem like a great idea, and when they work they are great, but they often don't work. We have to check them constantly to ensure users aren't erroring out of the tours. We've also had a ticket open with support for months with very little updates and no ETA to resolution. - Help Articles - They aren't always where they say they are, and aren't always published when I flip from draft to publish. Review Source Response from Intercom September 30, 2020 Hi Mallory - thanks for taking the time to leave us this review. It's great to hear that Intercom is helping you surface your customer data and easily communicate with users. Thanks to for your feedback on Product Tours. I've made sure to flag this with the product team as well as the support member who's been handling your open query. Thanks again, Kate (Intercom - Customer Engagement) Wes B. Vice President of Operations Computer Software Used the software for: 2+ years ### "Pretty good but could be made a lot better!" June 28, 2018 4.0 Pros Managing customer service, marketing emails, and docs/articles in the same platform is the best. I am a big fan of how professional everything they make looks. Cons It gets so expensive and the docs/articles are super limiting. Why don't they build a better email support helpdesk solution? It would be the perfect complement to all of this. Review Source Johann K. Customer Support Specialist Information Technology and Services Used the software for: I used a free trial ### "The review" August 22, 2019 5.0 You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along Pros The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen Cons The inbox is quite poor to use for email conversations only. The articles lack for customization options, too. Alternatives considered [Kayako](https://www.capterra.com/p/80775/Kayako/) Reason for choosing Intercom Intercom had way better user interface and more convenient chatbot and product tours Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) We want to be closer to the customers and create a top class self-service opportunities. Review Source VR Verified Reviewer Customer & Ops Experience Agent Marketing and Advertising Used the software for: 2+ years ### "Getting in touch with your customers" November 12, 2018 5.0 Amazing the communication with this team, and their new features has been awesome till now. Pros Bonding with the easiest way your customers experience and communication through a great system of integration. Making more easy to track your history, threads & correspondence with multiple tools and features. Cons Minor issues from time to time regarding some updates. Review Source Aasim S. Co-founder Computer Software Used the software for: 1-2 years ### "Intercom is good, but all chatbots are just good right now" September 12, 2019 5.0 Pros I love that it is flexible and I can deploy it on multiple platforms and we use it to generate leads for our sales. However, it's often hard to get people to feel like they're actually talking to a person through it and it often lacks a number of features such as smart text understanding. Cons I don't like the fact that the notifications are very limited and the fact that there isn't more automation and technology in the bot. I also don't like the lack of analytics on a more granular level. Review Source Ross F. Operations Manager Automotive Used the software for: 2+ years ### "Talk to your customer, don't Ticket them." August 23, 2018 5.0 Pros Texting is the most popular way to communicate for a reason. It allows for good communication without the monopolizing your chat agents. Cons Easier way to organize chats regarding the same topic. Review Source Response from Intercom August 24, 2018 Thanks so much for the review Ross. Glad to hear our approach of conversations not tickets resonates with you. Will pass on the feedback about organizing conversations on the same topic. Rory B. Full Stack Developer Restaurants Used the software for: 1-2 years ### "Powerful, Complete, but Pricey" January 14, 2019 5.0 We provide daily support to users, and we're able to manage support issues relatively easily with Intercom. Pros Easy implementation and complete service. This tool allows us to aid users through our apps ordering process, and identify bugs quickly. Our users compliment our customer service thanks to this product. Cons You are charged for users that are no longer active. You can avoid this by deleting users in intercom, but this is cumbersome and makes it feel like they are purposefully charging more than they should. Review Source VR Verified Reviewer Associate - Ad Operations Marketing and Advertising Used the software for: 6-12 months ### "Best tool to engage users and get customer feedback" March 1, 2023 4.0 Pros Intercom has enabled users to set up the best-automated communication for customers. This improved customer engagement for our website and ultimately resulted in greater sales numbers. Cons The price point is a little bit high which should be worked upon. Also, for beginners, there is a lot of learning required to set up communications. Review Source mK mark K. Human Resource generalist Staffing and Recruiting Used the software for: Less than 6 months ### "An important chat to get messages from prospects." August 8, 2022 5.0 If you want to know how your followers and the community as a whole behave, and you want to make sure you're publishing high-quality content when it will have the greatest impact, then you need this software. The undisputed king of networking tools. UX-wise, it could use some work, but functionally, it's excellent. Pros The simplicity of Intercom is fantastic. I can help customers one-on-one, and I can also centralize customer communications. Thanks to Intercom, it's never been simpler to have a lively and engaging conversation with your customers. As a bonus, the assistance is fantastic. Potential hires in the field of human resources can also leave me with questions that I can address down the line. Cons Intercom has a lot of room for development; for example, some of the interface's features are awkward or hard to find. It has a difficult configuration to prevent the pop up from opening insistently. Review Source VR Verified Reviewer CEO Internet Used the software for: 1-2 years ### "Ideal for customer support and support ticketing " May 26, 2022 5.0 Best solution we found for reactive customer engagement and good for proactive reaching out if need be Pros Really liked that this holds info really visibly and easily - and that it integrates with slack, so even if it's not open for notifications, slack will still notify the relevant person Cons At times it duplicates our CRM info, but rather twice than never. Review Source BB Ben B. Manager Non-Profit Organization Management Used the software for: 6-12 months ### "A powerful customer support tool that costs a large sum." April 28, 2019 5.0 Intercom is our customer support platform, and it's fantastically powerful. Pros Intercom's power comes from its ability to connect to email, social, mobile, on-site chat, and other communication channels. It's an incredible capability. We can field support requests from customers and prospects pretty much from anywhere, which is great because it increases the effectiveness of our social and email campagins. If someone is reading something we published, our support team is always a click away for them. And the ability to tie in automated email campaigns is awesome, even to just connect with our existing customers. We've had many beneficial conversations with our customers when they reply to our automated emails, which would be very difficult to manage without Intercom. Cons Intercome is expensive. Yes, I understand it's value, but at times it seems like they're gouging us for certain features/scale. The one major flaw to Intercome is that it has no competition. That makes it feel too expensive, but of course we have no other choice. Review Source VR Verified Reviewer Customer Success Specialist Computer Software Used the software for: 1-2 years ### "Great tool for Customer Support which is becoming better from day to day" November 9, 2018 5.0 We are using Intercom for customer support and marketing automation (sending emails and in-app messages to our customers). Pros Ease of use and functionality. It is also great to see that Intercom is working on the product continuously, improving it and adding new features. Cons Nothing really. The only thing is rather a feature request: I'm looking forward to Intercom introduce the tool for customer health scoring. Review Source Response from Intercom December 5, 2018 Thanks for the positive review! In regards to your request, would love to learn more about what you mean by "customer health scoring" Jonathan O. Founder Program Development Used the software for: 2+ years ### "The best support system" July 30, 2020 5.0 Pros Intercom is super easy to set up and has the best UI / UX by far. Cons It's pretty expensive but compared to the value it creates it's worth it Review Source Response from Intercom August 4, 2020 Thanks for leaving us this review Jonathan. It's so great to hear that you found intercom easy to set up and are enjoying the user experience - it's so important when you're working with the tool every day! Kate (Intercom - Customer Engagement) MS Mohammed S. Customer Success Manager Human Resources Used the software for: 6-12 months ### "How Intercom helps in my customer success manager journey" November 13, 2022 4.0 We use Intercom to connect with our customers via chat and email. This is our tool to solve and generate feedback to better our product and customer experience. Pros This software is easy to use and very reliable. I have been using this software for over a year now to help my customers and it is very easy to use and connect - maintain records and generate reports. The integration with our app was better - We could use the intercom for chat and email support directly. Cons This software price is relatively high compared to other software. However, they support us every time when we raise a query. Review Source Domingo Antonio A. University average technician Marketing and Advertising Used the software for: I used a free trial ### "The ultimate solution for exceptional customer service" June 22, 2023 5.0 It has allowed me to automate many of my customer interactions, saving me time and resources. Pros This platform allowed us to automate many of our customer interactions, which helped me save time and resources, and the integration with other tools we already use was easy and seamless. Cons Although this platform offers a lot of functions and features, it can be overwhelming at first to understand and take full advantage of all of them, it would be great if they offered a little more guidance and training materials. Review Source Madhav B. Marketing Manager Internet Used the software for: 2+ years ### "Made our customer support processes professional" March 9, 2018 4.0 Pros I love that we can get in touch with our customers through various mediums like in-app, mobile, web-app, email etc. Also, their support icon isn't obtrusive at all. Cons It's expensive and they don't have a cheap starting plan. Pricing based on the no. of users is fine, but atleast try to keep it cheap when a business starts out. Review Source VR Verified Reviewer Internation Business Development Manager Information Technology and Services Used the software for: 6-12 months ### "Good looking and customer magnet" June 12, 2020 4.0 Intercom helped our team to pay more attention and to be on the front-line with our customers. Pros With Intercom, you can quickly answer your website visitors and make processes a lot more streamlined. You can manage your support and sales team and give feedback to the customers much quicker. It allows you to schedule automatic messages for your customers and set reminders so that no one stays unanswered. Cons It has a slightly hard learning curve to manage all the service capabilities. It should be configured to not bother all the team with emails every day. Review Source Response from Intercom June 17, 2020 Thanks for leaving us this review (and for calling Intercom a 'customer magnet')! It's great that we're helping your team give you customers the attention they deserve :) Thanks for your feedback on our onboarding process. I'll make sure to the team now you found the email cadence a little heavy. We do have online webinars if you would like more hands-on help getting started - just go to intercom.com/webinars. Oh, and there's our Academy as well which offers courses to make sure you get the most out of our features. Thanks, Kate (Intercom - Customer Engagement) GL Guillermo L. CMO Automotive Used the software for: 6-12 months ### "El mejor Chat" April 27, 2023 5.0 Pros Software de gran calidad y con muchas opciones para gestionar el servicio de atención al cliente Cons Por ahora no te tengo ninguna queja, cumple las expectativas, no es barato pero vale lo que cuesta Review Source VR Verified Reviewer Business Intelligence Developer E-Learning Used the software for: 2+ years ### "Awesome for a B2B company" April 14, 2019 4.0 Pros It's chat design is beautiful, and with the new built in custom bots they are walking to be one of the best competitors on chat solutions Cons If you are a B2C company, you'll probably struggle with Intercom pricing. On our company, I had it near 5k for the most basic features, 2M active (and non paying) users at the time Review Source YK Yaroslav K. Information Technology Major Higher Education Used the software for: 6-12 months ### "The best tool for big teams and projects to work on communication with clients! " February 8, 2020 5.0 I have used intercom and it's analytics tool with several projects I worked with and we needed tools to work with call tracking and all the statistics. Intercom did a great job for us due to its numerous features. Pros Intercom has all you need. Telephony, Chat, integrations, mails, analytics. It is so huge that some teams might just not need all of it and just want a 10% of all the features. It is a plus, but I would not suggest the tool for small teams, startups and starter projects. However, if you are a big team, project with many orders and traffic, or you want to have as many features as possible - GO FOR IT! Intercom, would not disappoint. Cons Intercom is huge. And it is a burden. I do really like such platforms as they allow to be quite flexible and never need another tool, however, for a small project or a startup, this tool might be just too big to handle and not worth it. Review Source Response from Intercom February 28, 2020 Thanks for taking the time to leave us this detailed review Yaroslav! I'm glad to hear you and your team are using so many of Intercom's tools and are seeing the results. Kate (Intercom - Customer Engagement) Talk to a Capterra advisor for free and get results within 15 minutes.